Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience

Marius is a Customer Experience expert, an outstanding innovator and Judge at International CX Awards. He was named among the 50 most influential CX experts in UK.

My learnings:

• Focus on customers' needs and try to build everything around them (also leveraging available data).

• Often after the design of a new experience (or product), during the development phase, several technical challenges arise, it is a common issue that teams don't go back to the customers and leverage the available insights again to keep the focus on the customers' needs.

• Often at project table, CX is not enough represented

• Strategy and vision guide the company. Start with the right setup and mindset and keep an eye on what is happening outside a company too.

• Consumer's education is really important.

Future focused leaders are:

• able to leverage the power of delegation, empowerment and motivation.

• accept and support diversity (e.g., of mindset)

• are more strategic and less tactical: they find wins for tomorrow and at the same time, create value in the long term in a balanced way.

• think about what they can do and what they could do differently

• build up on their knowhow and accept suggestions from other.

His book suggestion:

• It is not a book. After the pandemic you should travel to Ethiopia. Visiting these tribes, give you energy and power.

Marius Golden Nugget: "everything starts with the consumer. no matter what you are doing, your role, … the consumer is the core, everything we are working for"

How to contact Marius:

• https://www.linkedin.com/in/marius-ghios-acxs-6a184024/

Thank you Marius!

#customerexperience #leadership #innovation #transformation

The CX Goalkeeper had a smart discussion with Peter Dorrington. This is a special edition for the launch of Anthrolytics

Peter is an event host & moderator, executive advisor, CX analytics expert, award-winning CX Influencer, and inventor of Predictive Behavioural Analytics (PBA). He is the founder of XMplify and co-founder of Anthrolytics.

We spoke about loyalty, empathy, personalization and the launch of Anthrolytics

My learning during this discussion:

• Customer satisfaction measurements are not always a good indication of loyalty

• There are different measurements methods

• Hyper-personalisation will be a key success factor in future

• In future, it will be possible for a business to express empathy at scale.

Peter contact details:

• https://www.linkedin.com/in/peterdorrington/

• https://www.anthrolytics.io/

Thank you Peter.

#customerexperience #employeeexperience #innovation #digitization #analytics

I wish to Anthrolytics and its founders all the best

The CX Goalkeeper had a smart discussion with Christopher Brooks

Christopher is a Customer Experience Specialist. He is the Founder of the Customer Experience World Games and he is a Managing Director at Clientship.

My learnings:

• CXWG2020 ideated by Christopher Brooks in collaboration with Limetropy was a success

• CXWG 2021 is starting in May 2021

Christopher's chapter in the book Customer Experience 2 is about measuring behavioral changes

• There are 25 CX drivers which are able to replicate 90% of the decision-making process

• The EXQ (Experience Quality) method identifies what customer experiences drive a brand's customers' share of category

• The MILO Matrix helps to prioritize the CX improvements base on a) What matters most to customers b) What the organization is best at delivering. Additionally, it helps to find the drivers that make the customers come back to you because of these drivers (as a key differentiator)

His book suggestion:

• Customer Empathy, Alex Allwood (the last book discussed at the Limetropy book club)

Christopher's gold nugget: "in customer experience we are in service. We are looking to achieve better outcomes for other people, not ourselves, we are not part of the equation"

How to contact Christopher:

• https://www.linkedin.com/in/christopher-brooks-1425b7a/

• https://clientship.com/

• https://www.limetropy.com/the-customer-experience-world-games-2021/

Thank you Christopher!

#customerexperience #leadership #innovation #transformation

The CX Goalkeeper had a smart discussion with Deanna Russo

Deanna is a Linkedin Strategist, Cheerleader and Accountability Partner at Leverage Up, LLC, which she founded 1 year ago. She grew her LinkedIn Following 25x in 18 months.

My learnings:

• LinkedIn is for everybody, not only for job seekers. It helps to engage with other human beings, to create long-lasting relationships and to grow your business.

• Direct messages to sell a product or a service don't work. Engagement is the prerequisite!

Additionally, the three main pillars of LinkedIn are:

1) Profile:

• It is your business card

• Everybody you are engaging with is going to see your profile

• Picture & Headline are key success factors

2) Content:

• Content needs to resonate, if you want engagement

• 6 out of 10 people are on LinkedIn to learn

• Consistency is key

• Make content scalable & readable

• The first sentence should have a great impact to jump to the reader's eyes

3) Engagement:

• The first hour after publishing a post is critical

• You should know people that you want to engage with

• Tagging people in a strategic manner helps creating engagement

• Hashtags are important too

• Direct message should be used to share relevant (for the reader) information

• LinkedIn groups will play an important role in future

Her book suggestion:

• Be from Jessica Zweig

Deanna's gold nugget:

"I honestly believe in authenticity and when someone says, "be yourself", they are really meaning just that. If you are going to think about what you are on LinkedIn, just be yourself"

How to contact Deanna:

• http://leverageupllc.com/

• https://www.linkedin.com/in/deannarusso1/

Thank you Deanna!

#customerexperience #leadership #innovation #transformation #linkedin #linkedinsecrets #LeverageUp #PurpleSquirrelMagnet

I am sorry for the audio quality.

The CX Goalkeeper had a smart discussion with Adrian Swinscoe

Adrian is a Customer experience advisor, author, speaker, workshop leader and aspirant punk at Punk CX.

We discussed following tracks from his book:

• With great power comes great responsibilities

• CX is not F***** metrics

• Simplicity rules: ok?

• The answers are right in front of view

His book suggestion: Worth It by Dan Price

How to contact Adrian:

• https://www.linkedin.com/in/adrianswinscoe/

• https://www.adrianswinscoe.com/

• Amazon link to Adrian's book "PUNK CX"

Adrian's gold nuggets:

• "Find something you love to do"

• "Be curious about everything"

Thank you Adrian!

#customerexperience #leadership #innovation #transformation

#punkcx

The CX goalkeeper had a smart discussion with Nils Hafner.

Prof. Dr. Nils Hafner is a great friend of mine and an outstanding CX expert. In the DACH region one of the most known CX thought leader. He is an international Keynote Speaker, a Blogger, an Author and Professor at the University of Lucerne. How Nils explains CX and the examples he is using, make the discussions with him unforgettable.

My key learnings:

• First Nils started with CRM Trends in 2006 and then moved to the Customer Experience Trend Radar 2021

• The CX Trend Radar 2021 is structured in People, Process & Technology covering 18 Trends (1 additional) positioned on a maturity model.

• Development in CX Management is technology driven without a real CX vision

• As a matter of fact, there is an acceleration of digital and decreasing budgets. Therefore, is it important to focus on differentiating factors (compared to competition)

• One item was added in 2021: governance for design and delivery

• Suggested focus for 2021: Value Irritant matrix, Digital experience (instant, immersive) and Conversational AI

Something special about Nils: His hobby is "Reading and world Domination"

His book suggestion: The Effortless Experience, Matt Dixon, Nick Toman and Rick Delisi

Nils shares a quote a not the usual gold nugget: "For a complex problem there is always a simple solution, but this is most time wrong" Umberto Eco"

How to contact Nils:

- http://hafneroncrm.blogspot.com/

- https://www.linkedin.com/in/nilshafner/

- Amazon Link to Nils Hafner's book (German)

Thank you Nils!

#customerexperience #leadership #innovation #transformation #cxtrends #strategy

The CX goalkeeper had a smart discussion with Gabe Smith

After more than 11 years at the American Cancer Society with his last role as Senior Consultant - Customer Experience, he moved to the CXPA - Customer Experience Professional Association as content manager in 2019. He creates and curates non-biased content that connects CX professionals around the world, empowers them to overcome obstacles and drive customer-focused change within their organisations, and elevates the CX discipline in the marketplace.

My key learnings:

• The mission of the CXPA is "We support CX professionals to share, learn, inspire, and grow throughout their entire career"

• The CXPA has more than 4'000 members from 70 different countries

• The volunteers play an important role in the community

• Gabe Smith is the CX wikipedia :)

• The CCXP is one of the most important certification in the CX world

• It's more than only an exam. It's also about continuous learning

Gabe's gold nugget (summarised): "Customer Experience is the right thing to do financially, and the right thing to do morally"

How to contact Gabe:

• linkedin.com/in/gabesmithccxp/

Thank you Gabe!

The CX goalkeeper had a smart discussion with James Dodkins

Yes, I really mean JAMES - THE CX ROCKSTAR! He was named The UK's #1 CX Influencer by Customer Experience Magazine in 2020, he is a GLOBAL KEYNOTE SPEAKER, the HOST OF AMAZON PRIME'S 'THIS WEEK IN CX' and a lot more. The value he brings to the CX community is outstanding.

My key learnings:

• Customer outcome first

  • Start always by asking: who is the customer?

  • Followed by the question: what is the successful customer outcome?

• Sharing is key and continuous learning is the only way to grow

• Success doesn't happen by accident, it is carefully planned

• Productivity hack: TikTok is great to elaborate videos which can be published afterwards on other social media.

James gold nugget 🏅: "get into the habit to ask yourself what is the successful customer outcome for the customer"

How to contact James:

https://www.jamesdodkins.com/

https://www.linkedin.com/in/jamesdodkins/

Thank you James!

The CX Goalkeeper had a smart discussion with Stacy Sherman

Stacy Sherman is a mom of two fabulous kids and a Schnoodle dog. Fan of Simon Sinek. She is applying Simon's WHY principles every day & mentoring others to do the same. Stacy is passionate about inclusion & thought diversity (as happy employees lead to happy customers.) She doesn't just talk. She is a doer such as: launching "Women Leaders Making A Difference" community because she knows that small actions lead to big impacts. Stacy is the founder of DoingCXRight and at the same time she is Head of Customer Experience & Employee Engagement at a big corporate.

Key learnings:

• It is important to bringing people, i.e., humans, to the table as we are designing, implementing and deploying new experiences

• Technology is not the solution. It helps to e.g., to lower the effort

• Do the basics right and start from the employees

• Diversity and inclusion are a key success factor

• As part of humanizing businesses: ask customers not just the NPS but also get information on their sentiments and feelings

• Level of Effort (LOE) is an important metric

• Reinforce empathy and listening to nurture relationships

How to contact Stacy:

https://doingcxright.com/

https://www.linkedin.com/in/stacysherman/

Stacy's gold nugget: "make sure you are not just talking about CX and humanizing business but really doing it. And, while doing it, lead with your heart."

Thank you, Stacy.

The CX Goalkeeper had a smart discussion with James Perryman

James Perryman is a Coach, Trainer and Consultant to ambitious individuals and organisations. Improving motivation, teamwork and productivity by giving them the self-awareness, confidence and tools to unleash their potential.

James is the founder and director of Momentus

Key learnings:

• It is all about the "moment" to make the customer fall in love with a company and stay in love with a company

• There are 2 ways to understand CX maturity assessments

• based on a KPIs selection in the customer journey (e.g., CSAT, NPS)

• assessing the maturity internally and externally based on 6 key areas

  1) Vision,

  2) Leadership (Behavior),

  3) Customer (VoC)

  4) Culture

  5) Design methodology

  6) Governance.

How to contact James :

• https://momentus.uk.com/

• https://www.linkedin.com/in/jamesperryman1/

James' gold nugget: "Think bigger when are setting goals"

Thank you James.